Create Incident

The Hire2Retire IGA enables automatic Incident creation in ServiceNow whenever an employee lifecycle operation—such as hiring, onboarding, role change, leave, or termination is performed within the Identity Platform. This integration streamlines internal processes by facilitating the creation of incidents related to employee lifecycle events. It strengthens collaboration and improves response efficiency between HR operations and service teams. It streamlines the last mile provisioning within ServiceNow improving the first day at work experience for new hires.

Create Incident

You can configure Hire2Retire to create incidents for any lifecycle event. You can define policies tailored to your use case, based on user's roles or attributes. For example: Create an incident in ServiceNow which will be assigned to the Office Supplies Team to provide a Desk Phone to employees hired in the Sales department or whose department is changed to Sales.

Figure 1. Configuring a policy in Hire2Retire IGA to trigger incidents based on user attributes

The employee is listed as the Caller, the incident is assigned to the Office Supplies team, and routed accordingly for fulfillment.

Figure 2. Configuring incident details in Hire2Retire IGA, including caller, assignment group, and custom attribute mappings

You can also define the ServiceNow attributes by mapping IdP attributes. The priority of this incident is defined by whether the employee is a Manager or not. You can also define any additional attributes using the (+) sign.

Figure 3. Defining incident priority and additional ServiceNow attributes in Hire2Retire IGA based on employee role and other criteria.